Location: Phoenix, AZ
Salary: $20.00 USD Hourly - $25.00 USD Hourly
Description: About the roleThe Clinical Service Desk Analyst provides front-line IT support for electronic health record (EHR) and related clinical applications across acute and ambulatory care settings. This role supports clinicians and staff through a centralized, remote service desk by resolving incidents, providing guidance and training, and partnering with IT and clinical teams to ensure technology effectively supports patient care. The analyst acts as a key liaison between end users, onsite clinical application teams, and Information Technology to improve system functionality, workflows, and user experience.
Responsibilities- Provide Tier 1 support for EHR and other clinical applications, resolving issues through phone, email, and instant messaging in a centralized service desk environment
- Log, document, triage, and resolve incidents using problem-tracking systems; escalate issues appropriately and follow through to resolution
- Serve as an advocate for patient safety, confidentiality, and regulatory compliance by ensuring technology aligns with clinical workflows and care standards
- Collaborate cross-functionally with IT, clinical application, education, and project teams to identify, investigate, and resolve system or application issues
- Support system implementations, upgrades, and post-implementation evaluations; participate on committees, work groups, and project teams as assigned
- Utilize and contribute to online knowledge bases, procedures, and documentation; assist with peer training and knowledge sharing
- Communicate clearly and effectively with clinical staff, leadership, vendors, and technical teams; escalate critical issues to leadership when necessary
- Maintain current knowledge of healthcare IT trends, clinical practices, and regulatory standards to support users and process improvement initiatives
Minimum qualifications- Bachelor's degree in computer science, healthcare, or a related field or equivalent practical experience
- Clinical licensure, healthcare certification, or at least 2 years of experience working in a clinical environment and/or supporting clinical applications
- Experience with electronic medical record (EMR/EHR) systems such as Cerner, PACS, or related healthcare applications
- Proficiency with common office productivity tools and a foundational understanding of integrated clinical systems
- Strong interpersonal, analytical, and problem-solving skills, with the ability to prioritize effectively in a fast-paced environment
- Ability to communicate clearly and professionally with diverse audiences in both written and verbal formats
Preferred qualifications- Healthcare or IT certifications and/or licensure relevant to assigned area(s), such as RN/LPN, RHIA, RHIT, CPC, CCS, CPAS, PT/OT, RT, or similar credentials
- Experience working in a multidisciplinary healthcare environment
- Demonstrated ability to support change initiatives and influence adoption across large or diverse user groups
- Experience supporting system implementations or large-scale clinical IT projects
Work environment- Typical office environment with extensive computer and phone usage
- Ability to sit for extended periods, with occasional standing or walking
- Ability to lift up to 20 pounds and perform standard office tasks
- May require limited off-site travel
Additional informationThis role operates in a dynamic, multi-tasked environment with competing priorities and supports users at all levels, including clinicians, leadership, IT staff, and vendors. Responsibilities may evolve based on business needs, and duties are performed in accordance with organizational policies, regulatory requirements, and professional standards.
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